초록
영어
Analyzing and defining specific business process in applications such as CRM is complicated and changeable on demand as it has to support the enterprises to meet the business goals and requirements. Also, business process needs to be flexible enough to adapt the dynamic business strategies. MDA provides a standard way of defining business process meta-modeling and unifies the diverse business process containing well defined business rules. In this paper, we have designed the business process meta-model, which focuses on sales, marketing and service areas. The cross-functional relationship between the components within and across the CRM system shows the integrated business process. Thus, this paper provides a meta-modeling paradigm of business processes of the CRM system, and it is able to apply business rules of the domain to have more flexibility of the functional components and increase the system as well as the business value.
목차
1. Introduction
2. Related Work
3. Business Process Modeling
4. Modeling Composition
5. Meta-Modeling of CRM Business Process
5.1. Co-ordinated Business Process
6. Modeling Paradigm of CRM Applicationin GME
6.1. Campaign Management
6.2. Lead Management Meta-Model
6.3. Case Management
6.4. Business Rules Applied in CRM System Design
7. Conclusion
References